Care Advocate – Remote

All the benefits and perks you need for you and your family:

·    Benefits from Day One

·    Career Development

·    Whole Person Wellbeing Resources

·    Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Job Location:  Monday-Friday Remote – Altamonte Springs, FL

Shifts will be:

M-F 10:30am-7:00pm and M-F  11:00am-7:30pm

The role you’ll contribute:

The Care Advocate focuses on relationships, enhancing the overall consumer experience for the purpose of seamless, timely access to, and step-by-step guidance within the AdventHealth network. The Care Advocate facilitates a positive health and wellness experience and inherently seeks to help people feel whole. Individuals in this role are motivated to provide exceptional service to each consumer they encounter and are highly driven to meet the unique needs of a variety of consumers. He or she cultivates a continuous, supportive relationship with patients through emotional responsiveness and informative communication while always striving to convert the impossible into a reality. The Care Advocate actively participates in outstanding service accepting responsibility in maintaining relationships that are equally respectful to all.

The value you’ll bring to the team:

Demonstrates, through behavior, AdventHealth Orlando’s service standards.

·        Acts as a vital connector and communicator between the consumer, the AdventHealth provider and office staff primarily through communication in a secure virtual messaging platform. 

·        Empathetically and effectively manages patient comments, concerns, and requests while ensuring a positive consumer experience with the goal of building authentic relationships 

·        Uses previous consumer experience to connect consumers with various services, while accessing electronic medical record to understand of diagnosis, treatment and medications 

·        Ensures complete resolution to consumer questions or concerns 

·        Manages processes across AdventHealth that connect consumers with necessary services within AdventHealth

·        Maintains current knowledge and skills related to the Care Advocate role, while adhering to professional and ethical standards of practice

Qualifications

The expertise and experiences you’ll need to succeed:

KNOWLEDGE AND SKILLS REQUIRED:

·        Strong service skills and ability to provide sensitive communication effectively across multiple situations and personality types.

·        Empathetic nature and a distinct ability to consistently provide top tier service

·        Ability to build trust, rapport and work in a supportive way to troubleshoot and resolve issues

·        Ability to handle stressful situations, work with a sense of urgency, work on multiple projects, and be flexible and adaptable to change

·        Planning and organizational skills, with emphasis on documenting appropriately

·        Ability to recognize and safeguard confidential information, maintain HIPAA guidelines, and provide superior discretion

·        Ability to learn and navigate in a virtual messaging and data platform

·        Results oriented, guided by creativity and the needs of the customer

·        High degree of self-awareness

·        Driven by passionate desire to enhance and improve patient outcomes

·        Demonstrate typing accuracy and proficiency via words per minute test >60wpm and interview mock chat

·        Display empathy, critical thinking, and professionalism during interview mock chat

·        Ability to confidently manage, learn and work across multiple technical platforms

KNOWLEDGE AND SKILLS PREFERRED:

·        Spanish speaking

·        Computer skills in Microsoft Office (Outlook, Word, Excel)

·        Customer service experience within a digital environment

·        Basic knowledge of navigation in a patient electronic medical record i.e. Athenanet

·        Knowledge of healthcare, including AdventHealth’s infrastructure and roles of the interdisciplinary staff and service personnel

·        Healthcare knowledge to provide effective and appropriate support to patients

EDUCATION AND EXPERIENCE REQUIRED:

·        One year of experience in a healthcare environment and/or two years of experience in customer service or related experience

EDUCATION AND EXPERIENCE PREFERRED:

·        Graduation from an accredited medical assistant program.

·        Graduation from an accredited bachelor’s degree program

·        High School Diploma and/or GED

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

·        National Medical Assistant Certification or Registry through ARMA, AMMA, NCCT or AMT.

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.

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About AdventHealth

At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.

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